2017 Employee Engagement Summit Report

OFFICIAL SUMMIT SURVEY REPORT

EMPLOYEE ENGAGEMENT SUMMIT 2017

THURSDAY 20 APRIL, 2017

VICTORIA PARK PLAZA HOTEL, LONDON PLATINUM

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MONDAY 13TH NOVEMBER 2017, WESTMINSTER PARK PLAZA, LONDON

THE ONLY CUSTOMER AND EMPLOYEE ENGAGEMENT AWARDS CUSTOMER ENGAGEMENT PROFESSIONAL OF THE YEAR

EMPLOYEE ENGAGEMENT PROFESSIONAL OF THE YEAR

BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT

BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT

BEST USE OF SOCIAL MEDIA

BEST USE OF INNOVATION IN CUSTOMER ENGAGEMENT

BEST USE OF INNOVATION IN EMPLOYEE ENGAGEMENT

BEST EMPLOYEE HEALTH AND WELLBEING STRATEGY

BEST EMPLOYEE REWARD AND RECOGNITION STRATEGY

BEST USE OF VOICE OF THE CUSTOMER

BEST USE OF VOICE OF THE EMPLOYEE

BEST CUSTOMER ENGAGEMENT IN RETAIL

BEST CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES

BEST USE OF TRAINING

ENTRIES OPENED – MONDAY 5TH DECEMBER 2016 ENTRIES SUBMISSION CLOSE – MONDAY 17TH JULY 2017 JUDGES COMMENCE SHORTLISTING – MONDAY 24TH JULY 2017 FINALISTS ANNOUNCED – FRIDAY 15TH SEPTEMBER AWARDS CEREMONY – 13TH NOVEMBER 2017

www.EngageAwards.co.uk For sponsorship information contact Nick Rust: nick.rust@ebm.media • T: 01932 506 301 James Cottee: james.cottee@ebm.media • T: 01932 506 309 Rob Cox: rob.cox@ebm.media • T: 01932 506 308 James Major: james.major@ebm.media • T: 01932 302 110

MEET THE TEAM Steve Hurst Editorial Director E: steve.hurst@ebm.media T: 01932 506 304 Nick Rust Sales Director E: nick.rust@ebm.media T: 01932 506 301 James Cottee Sponsorship Sales E: james.cottee@ebm.media T: 01932 506 309 Robert Cox Sponsorship Sales E: rob.cox@ebm.media T: 01932 506 308 James Major Sponsorship Sales E: james.major@ebm.media T: 01932 302 110 Katie Donaldson Marketing Executive E: katie.donaldson@ebm.media T: 01932 506 302 Claire Poole Conference Producer E: claire.poole@ebm.media T: 01932 506 300 Dan Keen Training Sales E: dan.keen@ebm.media T: 01932 302 112 James Hitchinson Delegate Sales E: james.hitchinson@ebm.media T: 01932 506 305 Alex Webb Delegate Sales E: alex.webb@ebm.media T: 01932 506 303 Dan Skinner Delegate Sales E: dan.skinner@ebm.media T: 01932 506 307 Jack Eeles Delegate Sales E: jack.eeles@ebm.media T: 01932 506 306 Sabrina Clarke Finance Department E: finance@ebm.media T: 01932 500 103

SUMMIT SURVEY REPORT 500 PEOPLE ATTEND OUR THIRD EMPLOYEE ENGAGEMENT SUMMIT: Now the biggest and best event of its kind in Europe Engage Business Media’s third annual Employee Engagement Summit, held last week with a new record attendance of 500, is being universally acclaimed by delegates, sponsors and speakers as a roaring success as the Summit firmly establishes itself as the biggest and best of its kind in Europe.

From a scintillating scene setting opening keynote on the very purpose of work from former Employment Relations minister Jo Swinson, to packed focus group sessions, to more than 20 case study presentations from organisations as diverse as Harrods, Thomson Reuters, Heathrow Airport, the NHS, Vodafone, LV= and the Civil Service, the Summit had something for everybody.

Delegate Nihal Mbamba from the Ministry of Defence said “I thought the day went extremely well with lots of interesting case studies. It gave me a lot of ideas to take back to my team. I work in the Leadership and Engagement Team as an Engagement Consultant so the topics that were presented at the Summit were of great interest and relevance to the work that we do”.

Presenter Derek Tong, Editorial Manager at the CIPD, said “Congratulations on a terrific event yesterday – lots of buzz. I very much enjoyed the talks I was able to attend. Thanks for the opportunity to take part and contribute”.

And fellow presenter Sonya Rooke, Head of Organisational Development at Northern Ireland Water said “I thought the Summit extremely well organised and executed. I got a great deal from attending and would certainly recommend it in future”.

Never ones to rest on our laurels we already have a confirmed date of May 3 for our 2018 Employee Engagement. And another ‘must attend’ date for your diaries is our joint Evolution of Work/Internal Communications Conference on September 15 this year.

Steve Hurst, Editorial Director

EmployeeEngagementSummit.com @EngageEmployee #EngageSummits

1

INTERNAL COMMUNICATIONS

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2 TICKETS FOR £995

15 SEPTEMBER 2017 CONFERENCE VICTORIA PARK PLAZA I LONDON CO-LOCATED WITH:

EVOLUTION OF WORK CONFERENCE

We look at the fast changing world of internal communications and how it is increasingly taking on the critical employee engagement role that has too often been neglected by those in HR. The way we communicate with our people must also change and we will look at how organisations are grappling with the challenges thrown up by the seismic changes in the way we work.

2 300 HALLS SEMINAR

DELEGATES

10

ROUNDTABLES

SESSIONS

TOPIC STREAMS

30 PRESENTATIONS

NETWORKING DRINKS PARTY

CERTIFIED BY:

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EVENT

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SURVEY RESULTS

“IT WAS AN EXCELLENT EVENT, I HAD LOTS OF POSITIVE FEEDBACK FROM MY TEAM.” - HR DIRECTOR, HEATHROW HOW WOULD YOU RATE THE ORGANISATION OF THE DAY?

EXCELLENT

AVERAGE

GOOD

41%

95%

7%

1%

51%

BELOW AVERAGE

OF SURVEY RESPONDENTS RATED THE ORGANISATION OF THE DAY AS ABOVE AVERAGE

3

QUICK FACTS

657 DELEGATE REGISTRATIONS

500

POLL RESPONSES

OVER

7,000 UNIQUE APP SESSIONS

238

MESSAGES SENT

500 DELEGATES ATTENDED

OVER

1,000 PROFILE VIEWS

ON THE APP

OVER

1,000 SESSION CHECK INS

292 EVENT APP

DOWNLOADS

4

SURVEY RESULTS

“CONGRATS ON A TERRIFIC EVENT – LOTS OF BUZZ, VERY MUCH ENJOYED THE TALKS” CIPD HOW USEFUL TO YOUR COMPANY WAS THE INFORMATION PRESENTED AT THE EVENT?

68%

98% 30% 2%

EXTREMELY USEFUL

MODERATELY USEFUL

SLIGHTLY USEFUL

OF SURVEY RESPONDENTS SAID THAT THE INFORMATION PRESENTED ON THE DAY WAS USEFUL

WOULD YOU RECOMMEND OUR EVENTS TO A COLLEAGUE OR FRIEND?

YES

NO

MAYBE

75%

OVER

OF SURVEY RESPONDENTS WOULD RECOMMEND THE EVENT TO OTHERS

5

SURVEY RESULTS “I GOT HUGE VALUE FROM THE EMPLOYEE ENGAGEMENT SUMMIT THROUGH NEW CONNECTIONS AND GREAT TALKS” HEAD OF EMPLOYEE EXPERIENCE, HARRODS PLEASE RATE THE STREAMS YOU ATTENDED RATED EXCELLENT/GOOD

94% 80% 88% 86% 77% 81% 90% 100% 93% 79% 94%

PLENARY KEYNOTES EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY - PART 1 INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE - PART 1 STRATEGY & LEADERSHIP EVOLUTION OF WORK INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE - PART 2 EMPLOYEE ENGAGEMENT REWARD & WELLBEING EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY - PART 2 TRANSFORMATION & CHANGE MANAGEMENT FUTURE OF WORK LEARNING & DEVELOPMENT

HOW DID THE EVENT COMPARE TO WHAT YOU EXPECTED?

46% THE EVENT EXCEEDED EXPECTATIONS

43% THE EVENT MET MY HIGH EXPECTATIONS

11% NOT AS GOOD AS I EXPECTED

89% OF RESPONDENTS SAID THE EVENT MET OR EXCEEDED THEIR EXPECTATIONS

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YOUR FAVOURITE SPEAKERS

Paul Dickinson

Professor Moira Clark

Niall Ryan-Jones

Consultant, previously Virgin Atlantic Sales and Marketing Director

The Henley Centre For Customer Management

Harrods

Sonya Rooke

Sharon Kemp

Robert Leeson

NI Water

The Co-Operative Group

Vodafone

Chloe Marsh

Jo Swinson

Ross Parker

RHP

Former Employment Relations Minister

LV=

Dr. Bonnie Cheuk

Amina Graham

Darryn Allcorn

Euroclear

RHP

Northern Devon Healthcare NHS Trust

David Walker

Clare Martin

Paula Stannett

Personal Group

Jardine Motors Group

Heathrow

7

VIEW FROM THE CHAIR CATHY BROWN

EMPLOYEE ENGAGEMENT SUMMIT – A BLOG FROM THE CHAIR As Chair of the Employee Engagement 2017, I was asked by the organisers to write a summary of the day. Last time they asked me this, I was caught slightly on the hop and hadn’t really taken proper notes (being focussed on the here and now) so this time I was really prepared! I had sheets for every speaker, I was making notes to keep and notes for links, I took photos, I followed everyone I could follow on Twitter. It’s a very intensive day though, and somewhere around the middle my note taking enthusiasm waned (it’s never very strong in the first place!).

So, when I came to sit down and write my piece, I found I perhaps didn’t have as much recorded as I thought. Of course I have also left it to the last minute (my engagement with the task not being very high, and 750 – 1000 words is a lot!). I also found myself questioning how representative my words would be of a set of speakers who were passionate, practical, engaged, enthusiastic, emotional and inspiring. If you were there, then you saw them and experienced them, if you weren’t then my few words here can’t do more that give you a tiny flavour of a great day.

I’ve decided to do something different, I want to give you a snapshot of all the individual elements of engagement that I observed that came together to produce a really super conference.

Because when it comes down to it what we are talking about, as always, is people and the great things they can accomplish.

Let’s start with me! I arrived good and early on the day. Earlier than I needed perhaps, but I take pride in not being late, in being prepared, in being professional. I like to make sure I’m miked up, that I’ve chatted with the tech crew, checked in with as many speakers as I can find, looked at the room, worked out any tech I’ve got to use. I was also bringing along banners and equipment for my team to set up a little stand, so I wanted to set that up so they could just swing into action and do their thing. We can deduce from this that I’m feeling engaged! If you asked me, I’d say, yep – I want the day to go well. I want the speakers to feel at ease. I want the delegates to enjoy the whole experience. I probably wouldn’t tell you I was engaged, but I might say “I love my job and I want to do it well!”

As I walk into the conference hotel, I’m cheerfully greeted – not by conference staff at this point, just by the every day hotel staff. It’s a good sign – it puts a smile on my face. They direct me downstairs,

where my coat is taken by an equally efficient and cheerful lady in the cloakroom. When I spy her later, under a flood of coats, she is still smiling.

I find Katie and Steve – despite the fact that everything is about to start, they are calm, efficient and have time to check that I’m happy and can sort myself out. We run through last minute bits and pieces – if I was feeling less engaged I might have gone off for a coffee and a quiet sit down after the rush hour traffic, but instead we all feel more in control for the brief run through.

I go and find the tech guys (as a speaker this is a must! A distinterested or disengaged sound engineer can make or break you!). Luckily I’m a tech geek, with a radio background and a sound engineer partner so I can always find something to chat about. An engaged sound professional is a must when things go wrong, or when you turn up wearing something you can’t attach a mic to. You will want their creativity then!

I’ve met these guys before (conferencing is a small world!). We have a chat and a laugh, sort out our cues so we will look seamless, I tell them I’m a wanderer and they find me another lapel mic and tell me where not to stand so I don’t feedback into the speakers.

We have some polling technology and an app – everyone’s a little nervous about this so it’s worth my time with the operator, again working out our cues and letting her know that I can waffle about it on the fly if things run slow. She’s really keen to make things as easy for me and the speakers as she can – very motivated to make it work!

Now I can go off to find my speakers. It’s a pet hate of mine as a speaker, when a chair doesn’t bother to introduce themselves or tell me how they will be operating (full intro? Questions? What will they do if I over run? How do we start and end?). I manage to find them all for the first session – I think they appreciate the

8

VIEW FROM THE CHAIR CATHY BROWN

connection and the chat as much as I do. I’ve met several of them before, we have a nice gentle chit chat that keeps us all calm and we all know what we’re going to do!

I pop out of the main auditorium to check my team have arrived and are ok – they are laughing, already talking to delegates, all is good! I spot Steve, personally greeting delegates, that’s a great gesture, deeply engaging.

And we’re off! Thanks to my chat with the sound guys, we start smoothly – everyone knows their cues, and we have some excellent speakers. The polling tech works and all is good. When we break, we’re running a little late but we know we can manage that across the breaks. No tempers are frayed, everything is going to plan and the initial buzz from the delegates is very positive.

Lunchtime provides another lovely engagement vignette – the hotel catering staff operating at full stretch, serving, answering questions, smiling, efficient. Our exhibitors, working hard, smiling too.

We’re running a little late again mid afternoon, but no one is naggy.

Tempers are still even, speakers are happy, sound guys are happy, all the tech is still working and the networking drinks are getting closer! The video crew are still going great guns too, even if they are feeling a little fried by now.

We finish in Hall 1 with two lovely speakers, Darryn and Antony.

We stand like old stagers at the side of the stage discussing music with the sound techs, waiting to get going. Even at the very end of the day, we are all passionate about our topic, keen to share our experience with as many people as we can.

All of this could have been so different. Stressed and harassed organisers, a disinterested chair, alienated speakers and frustrated technicians. Indifferent hotel staff. Grumpy exhibitors. Uninspired, demotivated delegates. A waste of a day.

But it wasn’t. That’s what engagement in action does.

9

THE DAY IN PICTURES

10

THE DAY IN PICTURES

11

EVOLUTION OF WORK

BOOK NOW

2 TICKETS FOR £995

15 SEPTEMBER 2017 CONFERENCE VICTORIA PARK PLAZA I LONDON CO-LOCATED WITH:

INTERNAL COMMUNICATIONS CONFERENCE

Technology is having a profound impact on the way we work and also our expectations of what work has to offer – and new technologies impacting on our working environment, such as robotics and Artificial Intelligence, are constantly evolving.

2 300 HALLS SEMINAR

DELEGATES

10

ROUNDTABLES

SESSIONS

TOPIC STREAMS

30 PRESENTATIONS

NETWORKING DRINKS PARTY

CERTIFIED BY:

EvolutionOfWork.com

ACCREDITED

EVENT

ORGANISED BY:

VIDEO HIGHLIGHTS

OFFICIAL HIGHLIGHTS VIDEO

EMPLOYEE ENGAGEMENT SUMMIT 2017

THURSDAY 20 APRIL, 2017

VICTORIA PARK PLAZA HOTEL, LONDON

HOW TECHNOLOGY IS CHANGING THE FACE OF EMPLOYEE ENGAGEMENT

PLATINUM SPONSORS

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@EngageEmployee #EngageSummits

Employee Engagement Summit is organised by Engage Business Media Ltd

SUMMIT HIGHLIGHTS

SPONSOR HIGHLIGHTS

13

VIEW FROM THE CHAIR LUCY STANDING

EMPLOYEE ENGAGEMENT SUMMIT – VIEW FROM THE HALL 2 CHAIR I had the pleasure on Thursday 20th April of chairing one of the two streams for the annual Engage Employee Summit. What makes an experience like this slightly daunting for a chair is seeing a room packed to the rafters with senior leaders from the Engagement world with high expectations – raised all the higher after a brilliant opening keynote delivered by Jo Swinson – the former Employment relations minister. Jo spoke brilliantly about the need to take engagement seriously. Her conviction and the authenticity of her talk clearly evident.

Other keynotes followed: Victoria Silverman (who should probably win a prize for best job title: ‘Director of Innovation Enablement’) spoke about what Thomson Reuters are doing to innovate in a competitive environment. Paul Dickinson entertained us with his case study stories from Virgin and Christies. His message was simple: when you focus on and build a brand your customers love – your employees benefit. Who doesn’t enjoy working at an organisation seen by the public as being the go to service provider? We’ve all heard of Harrods, but did you know it is the world’s most successful department store? It achieves over £3billion in sales annually whilst having one of the most complicated employee engagement challenges: engaging staff who are – and aren’t your staff! Roughly half of Harrods staff are employed by concession brands within the store. Case studies always help bring life to the theories we hear and read about and Niall Ryan-Jones was no exception.

After a break, the hall was split, offering delegates the chance to select and choose talks which aligned most to their area of interest. I was chairing ‘Hall 2’ and had the pleasure of meeting Ross Parker, Claims and People Manager at LV= and Bonnie Cheuk, Director and Global Head of Digital, Knowledge and Social collaboration at Euroclear. Both spoke about how they reward and recognise employees within their organisations. The lesson from both being reward and recognition needs to be taken seriously, needs to be reviewed on an ongoing basis and is therefore always a ‘journey’ – you never arrive. For those interested in a quick takeaway, champagne doesn’t do it for people – but a simple thank you, genuinely given works wonders. Gift vouchers don’t hurt either!

Professor Moira Clark from Henley Business School, wowed us with her presentation. We often hear: ‘if your staff are happy, your customers will be too’! Not true Moira says. To back up her claims, she presented some fairly hefty research. To help establish causality, she used structural equation modelling (a statistical technique which leaves many a statistician and Masters student quaking at the thought). In essence, it isn’t engaged or happy employees which help predict customer satisfaction: it is organisations who create a climate where customer satisfaction is something that engages them. A subtle difference but an important one. Adam Charlesworth, Leadership

Consultant at Academie du Service, treated the audience into some of his most useful insights and the session was rounded off with a case study by Jodie Promod, at Grant Thornton, about how they are creating a shared enterprise.

After lunch, we moved into the ‘change and transformation’ sessions.

Robert Leeson, Head of Global office IT at Vodafone, proved the power that close collaboration between HR and IT can have. In an increasingly digital world, HR or IT alone can’t effect change – it has to be done in partnership. Steven Thurlow, Global Practise leader at Verint helpfully shared tools organisations can use to manage and measure their engagement strategy. Sonya Rooke from NI Water, helped close the session with a case study, which demonstrated even against an incredibly challenging back drop, if you have senior management support for an engagement strategy, you can achieve a huge amount in a short space of time.

The future of work sessions followed: Derek Tong, Editorial Manager at the CIPD entertained us with having to guess movies from the images given. The lesson being technology which was envisaged many years ago is being realised today. What can we envisage going forward and will humans still have jobs? You’ll have to come to the next conference if you want to know! David Walker continued the entertainment, making us laugh with Dictaphones and old mobiles before impressing us with an app which organisations can use to measure and track engagement. Amina Graham and Chloe Marsh gave an impassioned and enthusiastic presentation which again stunned the audience with the impressive measures taken at RHP to achieve outstanding results.

We closed the day with the last three sessions which covered learning and development. Andrew Dodman and Gary Butterfield shared their Juice venture – a subsidiary from Sheffield University. Trust is a key theme they shared for getting people to engage with their efforts and results are impressive. James Sutton gave us examples of overseas volunteering being a method used by Google and BNP Paribas to develop their staff and we heard finally from Rich Marsh who closed the day with a good overall reminder of the employee engagement basics: relationship with the immediate supervisor, belief in the senior leaders and pride in working for the company. A great way to finish a full agenda. There is something here for everyone and if you make it through to the end, the day is rounded off, (as mine was) with a glass of wine amongst like-minded people who care about the engagement experience of the employees in the organisations for which we work.

14

EBM EVENTS

06

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

15

INTERNAL COMMUNICATIONS CONFERENCE

15

EVOLUTION OF WORK CONFERENCE

26

ENGAGE FOCUS GROUPS

SEP 2017

TUESDAY 26TH SEPTEMBER 2017

13

CUSTOMER ENGAGEMENT SUMMIT

13

ENGAGE AWARDS 2017

NOV 2017

MONDAY 13TH NOVEMBER 2017

29

CUSTOMER ROBOTICS AND AI DIRECTORS FORUM

JUL 2017

SEP 2017

SEP 2017

NOV 2017

NOV 2017

22

THURSDAY 6TH JULY 2017

FRIDAY 15TH SEPTEMBER 2017

FRIDAY 15TH SEPTEMBER 2017

MONDAY 13TH NOVEMBER 2017

WEDNESDAY 29TH NOVEMBER 2017

FUTURE OF THE CONTACT CENTRE CONFERENCE

FEB 2018

THURSDAY 22ND FEBRUARY 2018

03

EMPLOYEE ENGAGEMENT SUMMIT

MAY 2018

THURSDAY 3RD MAY 2018

www.ebm.media Live events proudly organised by Engage Business Media Ltd